An established connection was aborted by the software

[AlexLeadingEdge]

Hi guys, just wondering what this error message means, "Error: An established connection was aborted by the software in your host machine":

11/01/2018 8:48:19 a.m. :: Initializing
11/01/2018 8:48:30 a.m. :: Preparing for backup
11/01/2018 8:49:02 a.m. :: Creating VSS snapshot
11/01/2018 8:49:39 a.m. :: Calculating digests
11/01/2018 8:50:09 a.m. :: Getting list of local users
11/01/2018 8:50:09 a.m. :: Saving disk digests
11/01/2018 8:50:09 a.m. :: Finalizing
11/01/2018 8:50:12 a.m. :: Error: An established connection was aborted by the software in your host machine
11/01/2018 8:50:15 a.m. :: Processing finished with errors at 11/01/2018 8:50:15 a.m.

[AlexLeadingEdge]

I'm trying to upload the logs to create a ticket but it is coming up with "Unknown result status: PermissionDeny".

I will reboot the server tonight and see how things are.

[Mike Resseler]

Alex,

Where are you saving your backup to? That error is a typical one if antivirus/ antimalware or firewall is in between...
On the other hand, I don't like your second notification. No idea what is happening. In case you have more issues with creating a support ticket we need to find out what is happening. Do you have some proxy/ firewall that might block that user from connecting to our support server?

[AlexLeadingEdge]

Hi Mike, it has happened again. Logs started to upload but then failed again after "Opening Support Case" with error message "Unknown result status: PermissionDeny".

I have upgraded to Veeam 2.1.0.423 and installed the CBT driver, no change.

We are backing up to a USB drive.

We have BitDefender installed on this server, but nothing in the BitDefender logs for blocked or quarantined files. We have a Kerio Control firewall, but the logs say that nothing Veeam-related has been blocked. Do you have a list of IP addresses for your servers that I can Whitelist to be sure?

[Dima P.]

Asked support team to reach you regarding both issues.

Unknown result status: PermissionDeny

Was told that this error is generated when you are trying to use the email address which does not have case admin role in your support portal.

[Mike Resseler]

Thanks Dima!

Alex, could you let us know the support case number and the follow up after that also?

Thanks
Mike

[AlexLeadingEdge]

Alex, could you let us know the support case number and the follow up after that also?

Case # 02474303

[AlexLeadingEdge]

Hi Dima,

Just had the same issue again with another machine. Have posted the issue here

post271992.html

Is it my email address? Can someone please fix this ASAP?

[PTide]

Is it my email address? Can someone please fix this ASAP?

It can be fixed either by using of a proper email address in the VAW interface, or by granting this email address an admin role in your support portal. Both actions should be carried out by you.

Thanks

[AlexLeadingEdge]

It can be fixed either by using of a proper email address in the VAW interface, or by granting this email address an admin role in your support portal. Both actions should be carried out by you.

It was working until about a month or so ago. Looking under "case administrators" I see a person who I don't recognise, I suspect they've been accidentally added from a competing company with a similar name (!!!), and I'm unable to remove them.

[Mike Resseler]

Alex,

Can you contact your sales/ SE responsible for you with this information? If this is the case, they should be able to talk to the propartner people internally and get it fixed

Thanks
Mike

[AlexLeadingEdge]

Can you contact your sales/ SE responsible for you with this information? If this is the case, they should be able to talk to the propartner people internally and get it fixed

I called Sales yesterday and they said they don't have the ability to change it and they would pass the request on to Veeam in Russia (which is in our night-time).

Haven't heard anything from them since but I see that under "Support" in the console the "Case administrators" section has disappeared.

[Mike Resseler]

Alex,

Keep me informed. In case this doesn't get solved in the next (few) days, I will try to contact them also

[AlexLeadingEdge]

Hi Mike,

There were two issues, (1) the server had issues with USB data transfers, and (2) the Veeam team had accidentally mixed my company up with a competing company with a similar name, which corrupted my Veeam profile. I only noticed because someone elses name showed up in the Case Administrators section. It was fixed, but after 1.5 years the "An established connection was aborted by the software in your host machine" issue has returned today. Not sure why, might be USB hard drive related again, the ability to access data is very slow, might be timing out.

[Dima P.]

Hello Alex,

Welcome back, glad to hear that account issue has been resolved. Mind me asking what agent version are you currently running? Thanks!

[AlexLeadingEdge]

Veeam Agent 3.0.2.1170

I went onsite and picked up the USB backup drive. Running a drive test on it has warnings for the Current Pending Sector Count and Uncorrectable Sector Count. Interestingly it hasn't tripped the SMART on the drive, but my testing software says "Caution".